GlossaryEN1 min readUpdated: Jun 22, 2026

Complaint management

Complaint management is the structured process of receiving, investigating, and resolving customer claims arising from transport damage, delivery failures, or other service shortfalls.

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Last updated: 22 June 2026Published: 19 June 2025

Source: https://www.bvl.de/glossar/reklamationsmanagement

Category

Logistics Concept

Reading time

1 min

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115

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Definition & Explanation

Complaint management is the structured process of receiving, investigating, and resolving customer claims arising from transport damage, delivery failures, or other service shortfalls. In freight forwarding and logistics, the process begins when a consignee or shipper files a claim, triggering documented evidence gathering: photographs, shipping documents, and proof of delivery. The logistics provider assesses the validity of the claim and determines the appropriate response – compensation, replacement shipment, or an operational correction. Response timeframes and liability limits are typically defined by contract or by applicable transport law conventions such as CMR, CIM, or the Hague-Visby Rules. When systematically analysed, claims data also helps identify recurring root causes such as inadequate packaging or route-related damage patterns.